Case Study: Lumin achieves faster support response and cleared backlog with Thankful

Lumin - Customer Case Study

Lumin, a fast-growing men’s skin health and beauty brand, faced rising customer service demand as ticket volumes surged. As support inquiries increased, wait times grew and a backlog of tickets began to build, making it difficult to scale support staff quickly enough to keep up.

To address this, Lumin partnered with Thankful in late 2019 to implement AI-based automated support for chat and later email. Thankful built custom response flows for Lumin’s most common tickets, and the platform now resolves over 25% of incoming requests, cleared the ticket backlog, and reduced time to first response by 16 hours and 54 minutes.

Lumin

Chelsea Hong

Customer Experience